Frontline Honors Award Winner: Nilda Mercado, Business Office Manager & Admin Coordinator, Leisure Vale Assisted Living

Nilda Mercado, Business Officer Manager and Admin Coordinator at Leisure Vale Assisted Living, has been named to the Frontline Honors Awards Class of 2025 by Senior Housing News.

To become a Frontline honoree, an individual is nominated by their peers. The candidate must be:

• A dedicated, high-performing frontline worker who delivers exceptional experiences and outcomes
• A passionate worker who knows how to put their vision into for the good of their respective industry, the patients and residents they serve, and their families
• An advocate for their industry and their fellow colleagues

Senior Housing News recently caught up with Mercado to discuss her time in the senior housing & senior living industry.

SHN: What drew you to this industry?

Mercado: I was drawn to this field because I wanted work to feel meaningful every day and have the chance to genuinely improve someone’s quality of life.

SHN: What’s a misconception you had about this work before you started – and how has reality differed?

Mercado: I used to picture this job as structured and routine, but it turned out to be far more human and emotional.

The relationships you build with residents become the heart of the work. I’ve had the privilege of working with people who truly care and take pride in making a real difference every day.

SHN: Was there a moment in your career when you realized, “This work really matters”? What happened?

Mercado: The moment I realized this work isn’t just physical care was when I saw how much it gives residents a sense of safety and respect. The understanding changed the way I approached everything afterward, and it made the work feel not just important, but truly meaningful.

SHN: What’s the most valuable skill you’ve developed on the front lines that people often overlook?

Mercado: One of the most valuable skills I’ve gained in assisted living is learning to read people beyond their words. It’s a skill many don’t see from the outside, but it makes a huge difference in the care we provide, and in the trust residents place in us.

SHN: What’s one decision leaders make that has a bigger impact on frontline workers than they might realize?

Mercado: One decision leaders make that impacts frontline staff far more than they may realize is how they set staffing levels and assignments. When shifts are covered and workloads are realistic, it shows they respect the work we do and genuinely want us to succeed.

SHN: What’s a simple change – policy, tool, or mindset – that would make frontline work more effective?

Mercado: One simple change that would make frontline work far more effective is clear and consistent communication. When everyone is on the same page, the days runs smoother, and staff can approach each task with more confidence, which ultimately leads to better care for the residents.

SHN: What gives you optimism about the future of this industry, despite its challenges?

Mercado: What gives me optimism is the residents themselves; their resilience, their humor, their ability to adapt. It reminds me why this work is worth fighting for.

The post Frontline Honors Award Winner: Nilda Mercado, Business Office Manager & Admin Coordinator, Leisure Vale Assisted Living appeared first on Senior Housing News.